# {{name}}

{{description}}

## What this harness does

Handles inbound support tickets: triage by category, retrieve relevant KB articles, draft a customer reply, and escalate when needed.

## Agents

| Agent | Role | Tier |
|---|---|---|
| `triager` | Classify ticket (billing/technical/general/urgent), score severity | Haiku |
| `kb-searcher` | Semantic search the KB for relevant articles | Codemod (cheap retriever) |
| `responder` | Draft the customer reply, citing KB articles | Sonnet |
| `escalator` | Decide if a human is needed; draft the handoff note | Sonnet |

## Routing rules

- Severity HIGH or URGENT → skip responder, go straight to escalator
- Billing tickets → always include the billing handoff team in cc
- Repeat tickets from the same user within 24h → auto-escalate

## Slash commands

| Command | What it does |
|---|---|
| `/triage <ticket>` | Run triager only |
| `/reply <ticket>` | Full pipeline (triage → KB → respond) |
| `/escalate <ticket> <reason>` | Force escalation path |

## Architecture

Built on `@metaharness/kernel`. KB articles live in `kb/` and are searched via the kernel memory bridge — no separate vector DB to provision.